Customer Relationship Representative II

Farmer Brothers • Northlake, IL

79d • $21 - $21

About The Position

The Customer Relationship Rep II is responsible for managing the full lifecycle of existing customer accounts, including onboarding, day-to-day maintenance, and offboarding. This role focuses solely on account management-without responsibilities for new product penetration or sales. Key duties include setting up new accounts, verifying and processing orders, monitoring account activity, maintaining accurate CRM records, and supporting customer needs to ensure satisfaction and retention. The position also oversees equipment returns and account closures, ensuring a seamless customer experience from start to finish.

Requirements

• High School or GED required
• 3 or more years of account management including account maintenance experience required
• 3 or more years of successful phone-based Customer Service experience required
• Extensive computer and order entry experience
• Experience with MS Office Suite required

Nice To Haves

• Experience in coffee industry or another specialty food product (preferred)

Responsibilities

• Manage incoming leads and facilitate account onboarding in alignment with any mandated account protocols and standards
• Achieve the assigned revenue plan for the assigned route, through calling customers to ensure orders are being placed correctly and received in accordance to set time schedule
• Communicate and execute all company pricing actions
• Monitor and manage current assigned customer for order frequency, account balance and general maintenance
• Enter and verify orders for accuracy that are received via phone, email, and EDI from assigned customer base
• Ensure customer receives delivery via UPS and services as required
• Manage account to ensure accounts receivable requirements are being met
• Utilize CRM for account maintenance, emails, notes and reporting
• Participate and assist with various department projects (i.e. surveys, sales blitz, lead generation, etc.)
• Maintain Customer satisfaction through timely follow-up using clear and professional verbal and written communication
• Maintain a professional demeanor and treat both internal and external customers with courtesy and respect at all times
• Oversee the offboarding process for exiting accounts, including equipment retrieval, accounts receivable reconciliation, and system deactivation
• Other duties as assigned by management

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Food Manufacturing
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees